This award was presented starting from a dual perspective: Recommendation by customers and operational management. “ Transcom was recognized with the CRC Oro Award for the Best Operation by Billing services provided to Banco Santander and the Special Prize CRC Oro for the Best Quality Management”, explained Fernando Oliveira .
“These awards recognize the work of the best companies in the industry, who daily seek professionalism and excellence in customer support and show that the efforts made by Our team is valued and recognized by our customers. “
This year, the Transcom celebrates 20 years of existence globally and its focus, according Fernando Oliveira, still achieve leadership in customer experience, placing it at the center of business. “ We look at these 20 years with a sense of achievement of objectives . But we want to go further, creating value both for customers or for our shareholders through profitable and sustainable growth: the focus will be increased revenue organically and in line with the growth of the contact center market, while that continuously improves our operational efficiency, allowing the recognition of Transcom globally as a leader in customer experience. “
With more than 30,000 employees and 54 contact centers in 23 countries Transcom was recently recognized by international consultancy Frost & amp; Sullivan that distinguished the “visionary and innovative approach of Transcom in the European market” with “Leadership in Innovation Visionary 2015″ prize.
“With regard to our country Transcom is present in Portugal since 2003 also had some news: framed a new concerted strategic plan, currently we enjoy autonomy at national level, having a team with management & amp; local decision with the appointment of Fernando Oliveira as Unit Manager of Transcom Portuga l “.
Fernando Oliveira also reports the opening of new operations Transcom to Lisbon, consolidating those of major customer operations, following the lines of a strategic plan set for the next three years.
“ One of the major changes was the support given to the growth of Transcom clients . After a consolidation phase performance results and there was a part of a positive response with respect to growth of operations. This growth has come by volume up via diversification of operations and campaigns. ” The executive explains that some operations have to be carried out to several countries in Europe on the basis of Portugal operations.
It was also a year of achievement of some new logos, essentially customer service customer and technical support. “ We are aware that the current size in Portugal does not reflect the reality of Transcom as in other countries and, therefore, from January 1, 2015 has been implemented a new strategic plan. The goal to three years is to grow the turnover in Transcom in Portugal and put the company in a dimension that is familiar worldwide. “
Moreover, omnicanalidade was certainly the word most widespread in the market and which corresponds to the trend of the next few years with the growth and increasingly focused on multi-channel marketing and omnicanalidade says Fernando Oliveira. “ brands, more particularly end customers, tend they are busy people and seeking more agile forms of communication , information and addressing their needs. Therefore, today the number of iPhone users, tablets, Internet, etc., is more than significant to ignore that the future will be in clear growth by communication channels such as email, SMS, Chat Online, Pick to call, SMS to Call, reducing the number of interventions progressively by direct phone call. “
So to the contact centers expectation and tend to follow . “Transcom is already running, evaluate and implement technology that allows the same user / developer enjoy this multi-channel in a single tool, increasing the diversity of options presented and thus greatly increase both the operating efficiency, whether the satisfaction of the end customer.”
For 2016 high expectations are the growth of Transcom in the domestic market, via acquisition of new customers and diversification of existing customer business. This addition to the “operational improvement, ongoing operations and optimization gains through efficiency.”
How to win it all? Mainly based on processes, technology and people . “Clearly these are the three areas in which we are working to introduce and implement successful solutions. In terms of processes are already defined a set of processes Regional and Corporate that will help you improve and demonstrate the way we operate the projects, ensuring control and efficiency gains for our partners ” .
With regard to technology, says Fernando Oliveira Transcom has always been a company that has worked with the world’s leading brands of technology . “Nevertheless, it is up to us to recognize and implement openness to consider new tools to improve performance and communication in the eyes of our partners.” Therefore, the company is already carrying out various studies and tests with CRM tools in order to introduce new solutions to the market, especially with the view of multi-channel and direct efficiency gains.
“We just implement robust models performance management & amp; talent management. These two issues are fundamental to us. On the one hand, clearly measure the performance of each person is the only real way that we could adjust and properly assist any employee to improve their performance; On the other hand, applying a talent management system , we intend to thoroughly prepare for the internal growth of our people as well as retain the existing talent. These two factors are stability and performance drivers for our partners. “
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